TM SysAid Chat Guide Document Updated: 10 November 2009
|
|
- Maximillian Freeman
- 7 years ago
- Views:
Transcription
1 SysAidTM Chat Guide Document Updated: 10 November 2009
2 Introduction 2 Quick Access to SysAid Chat 3 Enable / Disable the SysAid Chat from the End User Portal. 4 Edit the Chat Settings 5 Chat Automatic Texts 9 Edit Chat Permissions 10 Chat Sessions History 12 Conducting a Chat as an Administrator 14 Conducting a Chat as an End User 18 1
3 Introduction SysAid allows administrators in the helpdesk to provide instant online support to end users via SysAid chat feature. The chat is fully integrated with your other SysAid modules, and you can improve your service level and add yet another channel of communication between administrators and end users by activating the SysAid chat. The SysAid chat has many benefits, both for you as a helpdesk support team member, and for your end users: Immediate online communication available for your end users Ability to view the history of all the chats including the time for each message by the administrator and the end user- allows you to estimate the quality of the service provided by your helpdesk administrators and improve it. Initiate a chat with your end user with one click from within a Service request to assist him. Higher availability of the helpdesk for your end users- no need for phone calls, and full integration with the helpdesk- any chat can be connected to a service request. Ability to integrate the chat interface in your own website, simply by copying and pasting the provided code! Intuitive easy to use chat interface, both on the side of the end user and that of the administrator Create as many chat queues as you need, and conduct simultaneous chats with end users. 2
4 Quick Access to SysAid Chat SysAid chat is an intuitive module. If you would rather try out the chat module yourself before reading further explanations, you can enjoy the benefits of this highly intuitive module, and experience it by yourself. Simply click the Chat option from the menu on the left. SysAid will open the chat console popup screen, where you can start activating this new helpful tool. 1. Choose Chat from the main SysAid menu The chat popup screen will open. Check the Online box on the top left corner, to indicate you are available for chat. In the End User Portal, your end users will be able to see the Live Chat icon that indicates an administrator is available for chat. Click the icon and start the chat - - you will see the chat session in the console and can manage it from there. 3
5 Enable/Disable the SysAid Chat from the End User Portal. To enable/disable SysAid chat, go to Preferences End User Portal settings, and check the box: 'Enable chat from End User Portal'. Click the Save button at the bottom of the page. This will add a special icon for your end users in the end user portal, that allows them to open the chat with an administrator. (By Default the chat is enabled) 2. End User Portal Settings page 4
6 Edit the Chat Settings Go to Preferences Chat Settings Here you can set the preferences for your chat queues. You can see a list of all your chat queues, and edit them by clicking the row entry of each queue. The default chat queue in SysAid is the Support chat, and it appears in your queues list. 3. Chat Queues List You may add more queues according to your needs. For instance, you may find it useful to open a special chat queue for your sales department. To do so, click the New icon. A form with the chat details is opened for editing. Fill in the name of the new queue, and which administrator group is responsible for this queue. If you choose 'None', than this queue will be available to all your administrators, 5
7 regardless of their group. If, however, you choose a certain group of administrators for this chat, for instance, your sales admin group, then only the administrators who belong to that group will be able to answer chat requests from this queue. You can choose the images that will appear in your End User Portal when the chat is online and offline. As a default, two images are already provided, and if you do not change them, your end users will see one of these images in their portal, according to the current chat statues. If you wish to replace these images, click the Upload Image button next to the image. SysAid opens a popup screen that allows you to browse your computer for the image you wish to upload. After you locate the image on your computer, click the Upload button in the popup screen. For the Support queue, which appears as a default in the End User Portal, SysAid specifies the recommended resolution for the image: 163*72 pixels. A different resolution may not fit the size of the End User Portal as well. However, for other queues, you may use any resolution, according to your preferences. Use the Restore Default button if you wish to re-use the initial chat image provided as a default in SysAid. 4. Default Images for chat online and chat offline 6
8 Next, you may opt to add a time stamp to a chat session, by choosing 'Yes' from the dropdown menu. In the chats history, you will be able to see the exact time during which each of the responses by the two communicating sides in that chat took place. The time stamps will appear only on the side of the administrator, and will be saved in the chat history, so you will be able to see how long the administrator took in replying to each of the end user's questions. You can copy the text from the script box, and embed it in the html code of your website, if you wish the chat to be available to your end users directly from your own website, and not just from the SysAid End User Portal. Insert the time, in minutes, before the chat session becomes idle. The default in SysAid is that after 15 minutes, if neither the administrator nor the end user make any comment in the chat, the chat session becomes idle. Insert also the time, in minutes, before the chat session is closed by the system. The default in SysAid is that after 15 minutes have passed without any activity in the chat session, the chat becomes idle. SysAid waits 5 more minutes, and then, if no more responses are made by either of the sides, the chat is automatically closed- after 20 minutes of inactivity. Before SysAid closes the chat, a warning notification will appear, both in the administrator and in the end user interfaces. You may choose to enable the end user to leave a message to the administrator when the chat is offline, and choose whether to display a screen with details about the chat session before the end user enters the chat. 7
9 Next, you can see five generic chat messages that can be automatically launched by SysAid in various occasions. You may edit these messages here, as they do not appear in the SysAid translation file. The occasions for automatic chat messages are: 1. When a chat message is established. 2. When the chat was opened by the SysAid agent. 3. When the chat session is accepted. 4. When the administrator who is responsible for the chat leaves it, and another administrator is supposed to take over the chat. 5. There is also an automatic message for the case when the end user enters a message while the chat is in an offline mode. If you do not wish any message to appear in any of these occasions, simply leave the text box empty for this message. Click OK/Apply to save your chat settings. 8
10 Chat Automatic Texts The next tab is under Preferences Chat Settings Choose a queue entry Queue Automatic Texts tab. Here you can edit automatic texts that will appear at the bottom of the chat window while an administrator chats with an end user. The administrator will be able to drag the automatic text from the list at the bottom of the chat screen into the chat itself, and click to send the text to the end user. Thus, the automatic chat texts can save you time when chatting with your end users. An example for an automatic text that may be useful for many cases appears under the Queue Automatic texts tab ('Please wait '). To edit a new automatic text, click the New icon at the top of the screen. Insert a title for the new text, and enter the text itself in the message box. Click OK/Apply to save your new automatic text. Now you will be able to see it during chats, on the chat interface of the administrator. The administrator will be able to copy it into the chat pane when needed. 5. Edit Automatic Texts for the chat 9
11 Edit Chat Permissions To be able to participate in a chat, the administrator needs to have the appropriate permissions. To set the permissions for any of your administrators, go to Preferences User Management Admin Manager tab, and click the name of the administrator you wish to set chat permissions for. 6. Chats permissions for an administrator There are two check boxes for chats permissions: 'Access chat console' and 'Chat Administrator'. The permission to access the chat console enables the administrator to receive chat calls from end users and conduct chat sessions with them. Note that in case you have defined different chat queues for different administrator groups, the chat administrator will be able to participate only in the chats directed to his or her group. If the access to the chat console is unchecked, the chat options will not appear in the SysAid menus of this administrator. 10
12 The permission of a chat administrator, on the other hand, is given to specific administrators who can view chats conducted by other administrators in all the queues, and to release a chat from another administrator. This enables the chat administrator to monitor the quality of the service provided through chats by other administrators, and improve the service by snatching a chat from another administrator, when necessary. Under Preferences User Management Admin Manager click a row entry of a certain administrator, you can add a special nickname for chats, that will be visible for end users who chat with this administrator. To add a nickname click the customize icon, and in the popup screen that opens shift the 'Chat Nickname' filed from the available to the visible columns, by using the arrow pointing to the right. Click Save, and add the nickname in the administrator general details page. Each administrator can add a chat nickname for him/herself under Preferences My settings. 11
13 Chat Sessions History Under Service desk Chat Sessions you can see a list of all the chats that have been made in the SysAid chat system, except the chats that are still open at that very moment. Click any of the entries to see the details of that chat session. 7. Chat Details under Service desk Chat Sessions Here you can see a text box that includes all the interactions between the administrators and the end users. You can see the name of the user who requested the chat. To change the name of the request user, click the Change button and choose from the popup screen the name of the user who initiated the chat. The address of the end user who participated in the chat is shown, and cannot be changed in this page. You can also view the exact time when the end user or the administrator initiated the chat, the time when the chat was closed. 12
14 More details that appear here are the queue the chat belongs to, the name of the assigned user, and the name of the administrator who replied to the chat. The status of the chat indicates whether it was closed by the end user or by the system. The update time shows you when the last changes in the chats were made. You can see the service request that is related to the chat, or attach a request if there is not any, by clicking the Change SR button. A popup screen opens, allowing you to select the related service request form your helpdesk list. Once you have completed editing the chat record, click the OK/Apply button to save your changes. The chat administrator can also delete historical chats, by highlighting the chat you wish to delete, and then clicking the Delete icon. You can access the closed chats screen from two other places in SysAid: Under Preferences User Management End User Select an end user entry Chats tab, you can see the closed chats of that particular end user. Also, under Service Desk Incidents Select an incident Chats tab, you can see all the closed chats that are related to that specific service request. 13
15 Conducting a Chat as an Administrator As an administrator with chat permissions, you may start a chat with an end user, by choosing from the main left menu in SysAid the Chat option. Another option is to initiate a chat regarding a specific service request. Go to Service Desk All and click the entry of the relevant request. Within the request, you will see a link that allows you to open a chat session with the end user who sent the service request. 8. Open chat from within a service request Once you open the chat, you will see the chat console in a popup screen. Check the 'Online' box at the top left corner, to indicate to the end users that you are available for chats. In the next dropdown menu, choose your relevant chat queue. You will see in the dropdown lists only the names of the queues you are permitted to participate in. If you check the 'Effect' box, you will be able to hear a sound that signifies that a new incoming chat session is waiting for you. 14
16 9. Select your chat queues, effects, or see only your own chats The 'Show Mine' check box allows you to see in the box on the top left of the chat console only the chat sessions that you are participating in, and the chat sessions that are still waiting in the queue. By un-checking this box you can view all the active and waiting chats in your queue. When a new chat is waiting in your queue, you will see it in the upper table on the right of the console. A blinking icon of a bell will appear next to the new chat call. You will be able to accept the chat call by clicking the Accept button. After accepting the chat, in case you wish another administrator from your queue to take over the chat, click the Release button next to this chat line. 10. Accept/Release chat button 15
17 In the bottom left of the chat console screen you can see your five last closed chats. The details of the closed chats appear in this table: the name of the queue, the time in which the chat begun and ended, the name of the end user and the administrator who participated in the chat, and the related service request, if there is any. The icon on the right represents the status of the closed chats. The status of the chat can be either green, which means the chat was closed by the end user, or red, in case the chat was closed by the system. 11. Your recent chats Beneath the list of recent chats there are two buttons: Full List - opens a new tab in your browser, with the full list of the closed chats that took place in your helpdesk. Initiate Chat with an End User Allows you to open a new chat session with an end user, from the chat console. In the middle of the chat console screen you can see two panes. The upper pane shows you the full text of you chat session. The text inserted by the end user appears in gray, while the text the administrator you - inserted appears in green. 16
18 To insert your text, type it in the lower pane, and click the Send button, or the Enter key. The text you have entered will disappear from the lower pane and appear in the upper pane once you click enter. The end user will be able to see it only then. If you wish to use one of the automatic texts that appear in the right bottom corner for your chat highlight it and use the arrow to add it to your conversation. 12. Add automatic text to your chat On the right top of the chat console you can see the details of the name, the address and the company of the end user you are chatting with. You can also see the administrator details: the name of the support representative who accepted the chat call, and the chat queue name. To change the name of the end user, click the Change button and select from the list in the popup screen the name of the end user you are chatting with. If you are a chat administrator, you can also move the chat to another queue or to assign it to a different administrator, by using the dropdown menus on the top right of the chat console. In case during the chat session you wish to connect the chat to a specific service request, use the Change button on the right of the chat console, and select form the list in the popup screen the name of the relevant service request. 17
19 If you wish to open a new service request that is based on the chat, click the New button. SysAid will open a popup screen that allows you to fill in the details of the new service request. SysAid also shows the IP address of the asset of the end user you are chatting with. Conducting a Chat as an End User From the end user portal, you can easily ask for a chat with a support representative, by clicking the chat image at the top left of the screen, when the chat is enabled. In case there is no available helpdesk support team member for chat, the image will suggest the end user to leave a message. Clicking the offline image will enable the end user to leave a message to the support team 13. Support Offline- Leaving a Message Screen 18
20 When a support team representative is available for chat, clicking the online image will open a popup screen where the end user can add the ID number of the service request which is related to the chat, if such a service request exists. The end user will click the Start button at the bottom of the popup screen in order to begin. 14. End User Starts a Chat Session Once the chat session begins, the end user will be able to type his or her question in the lower box of the chat popup screen, and then click the Send button. The text will appear in the upper box, where the end user will also be able to see the reply of the administrator. 19
21 15. Chat session Administrator vs. End User screens The end user can close the chat session at any time, simply by clicking the Close button at the bottom of the chat popup screen. A chat closed by the end user will be marked green - Closed by the user status - in the Administrator chat console. 20
EBOX Digital Content Management System (CMS) User Guide For Site Owners & Administrators
EBOX Digital Content Management System (CMS) User Guide For Site Owners & Administrators Version 1.0 Last Updated on 15 th October 2011 Table of Contents Introduction... 3 File Manager... 5 Site Log...
More informationD2L: An introduction to CONTENT University of Wisconsin-Parkside
D2L: An introduction to CONTENT University of Wisconsin-Parkside FOR FACULTY: What is CONTENT? The Content and Course Builder tools both allow you to organize materials in D2L. Content lets you and your
More informationIn this guide: Document Updated: 10 November 2009. Tel (Israel): +972 3 533 3675 Fax (Israel): +972 3 761 7205 E-mail: info@ilient.
The SysAidTM CMDB Document Updated: 10 November 2009 In this guide: Introduction 2 The SysAid CI List 3 Configuring a CI 6 CI Templates 13 CI Types, Sub-Types and CI Relation Types 15 CI Relations Graph
More informationTable of Contents INTRODUCTION...2 HOME PAGE...3. Announcements... 6 Personalize... 7 Reminders... 9 Recent Items... 11 SERVICE CATALOG...
Table of Contents INTRODUCTION...2 HOME PAGE...3 Announcements... 6 Personalize... 7 Reminders... 9 Recent Items... 11 SERVICE CATALOG...12 REQUEST...14 Request List View... 15 Creating a New Incident...
More informationHermes.Net Web Campaign Page 2 26
...................... Hermes.Net Web Campaign Page 2 26 Table of Context 1. Introduction... 3 2. Create and configure Web Campaign 4... 2.1 Create a Web Campaign 4 2.2 General Configuration... 5 2.2.1
More informationTriCore Secure Web Email Gateway User Guide 1
TriCore Secure Web Email Gateway User Guide This document provides information about TriCore Secure Web Email Gateway. This document is for users who are authorized to send and receive encrypted email
More informationHelp Desk Web User Guide
Help Desk Web User Guide 1 P age Contents Create an Incident... 3 Classifying Category... 3 Describe Incident Request... 3 Add Attachments to the Request... 4 Requests... 4 Request List View... 5 Modes
More informationIT Service Desk Manual Ver. 2.0. Document Prepared By: IT Department. Page 1 of 12
Document Prepared By: Page 1 of 12 INDEX 1. Introduction. 3 2. Home Page..... 4 2.1 My Request Summary..... 4 2.2 Announcement....... 5 2.3 Submit your Request...... 5 2.4 Report a Problem...... 6 2.5
More informationSINGLE NUMBER SERVICE - MY SERVICES MANAGEMENT
Service Change Charge...$18 Monthly Service...$3/mo. LOGIN TO MY SERVICES In your web browser type in myservices.gondtc.com. Enter your Username (ten-digit phone number for example ) and Password. Your
More informationIT HELP Desk Dashboard ManageEngine Service Desk Plus User Guide
Create an Incident When you need to report a failure or problem of your system to the IT help desk team, then send a request to the team. There are different modes of placing a request, such as submitting
More informationAdventNet ManageEngine SupportCenter Plus :: User Guide. Table Of Contents INTRODUCTION... 3 REQUEST... 4. Creating a New Request...
Table Of Contents INTRODUCTION... 3 REQUEST... 4 Creating a New Request... 5 Quick Create...5 Contact Details...5 Classifying Request Category...5 Prioritizing Request...6 Describe Request...6 Add Attachments
More informationDocument Revision Date: August 14, 2014. Create a New Data Protection Policy in the Symantec.cloud Management Portal
Document Revision Date: August 14, 2014 Create a New Data Protection Policy in the Symantec.cloud Management Portal Create a New Data Protection Policy i Contents Configure Data Protection Settings in
More informationACCESSING SINGLE NUMBER SERVICE FROM THE WEB PORTAL (FOR PHONE ADMINISTRATION SEE PAGE 6)
Page 1 F o r A s s i s t a n c e C a l l 6 0 5. 5 9 4. 3 4 1 1 ACCESSING SINGLE NUMBER SERVICE FROM THE WEB PORTAL (FOR PHONE ADMINISTRATION SEE PAGE 6) After logging into the Web Portal, click on the
More informationStep-by-Step Guide Procurement Card & Travel Reconciliation Expense Reports: Step 4c Attaching Documents by Receipt Store to Individual Expenses
There are three ways to attach documents to an expense report in the Concur Travel & Expense System: scanning, faxing, or using the Receipt Store to attach to individual expenses. Note: Approvers have
More informationSysAidTM ITIL Package Guide. Change Management, Problem Management and CMDB
SysAidTM ITIL Package Guide Change Management, Problem Management and CMDB Document Updated: 10 November 2009 Introduction 2 First Chapter: Change Management 5 Chapter 2: Problem Management 33 Chapter
More informationOneDrive for Business User Guide
OneDrive for Business User Guide Contents About OneDrive for Business and Office 365... 2 Storing University Information in the Cloud... 2 Signing in... 2 The Office 365 Interface... 3 The OneDrive for
More informationSecureIT Plus Firewall Features and Functionality
SecureIT Plus Firewall Features and Functionality Iowa Network Services SecureIT Plus Firewall Page 1 of 11 1.1 Enabling Firewall 1.1.1 Main Settings Once you have installed the firewall and have rebooted
More informationHow To Log On To The Help Desk On Manageengine Service Desk Plus On Pc Or Mac Or Macbook Or Ipad (For Pc Or Ipa) On Pc/ Mac Or Ipo (For Mac) On A Pc Or Pc Or Mp
Service Desk Plus: User Guide Introduction ManageEngine ServiceDesk Plus is comprehensive help desk and asset management software that provides help desk agents and IT managers, an integrated console to
More informationTeacher References archived classes and resources
Archived Classes At the end of each school year, the past year s academic classes are archived, meaning they re still kept in finalsite, but are put in an inactive state and are not accessible by students.
More informationOldTurtle's BizSuite CRM & Helpdesk Dotnetnuke Extension Administrator's Manual
OldTurtle's BizSuite CRM & Helpdesk Dotnetnuke Extension Administrator's Manual Page / 9 Summary What is BizSuite?... Helpdesk & CRM Module Dotnetnuke Portals Additional Features Installing BizSuite in
More informationWorking with H-drive, I-drive, and DropBox Files Online
Working with H-drive, I-drive, and DropBox Files Online Preamble: Students and Staff have both individual networked storage space (referenced on-campus as the H-drive) and shared storage space (referenced
More informationMC Talent Management System. Goals Module Guidebook
MC Talent Management System Goals Module Guidebook A. Signing On and Off of the System B. Employee Center Home Page - Left Pane - Center Pane - Right Pane C. Accessing and Creating the Goal Plan D. Navigating
More informationPlanning and Managing Projects with Microsoft Project Professional 2013
Slides Steps to Enter Duration: 1. In the Duration column of a task, enter a value, and press Enter on your keyboard Important Points: The default time unit is days, so when you enter 5, this becomes 5
More informationTable of Contents. Manual for Core Staff - Equipment/Scheduling Core Facilities
Table of Contents 1. Overview 2. How do I manage my account? 3. Equipment Scheduling Workflow Overview 4. Equipment Scheduling Walk Through a. How do I access the list of calendars available for scheduling?
More informationUser Manual - Sales Lead Tracking Software
User Manual - Overview The Leads module of MVI SLM allows you to import, create, assign and manage their leads. Leads are early contacts in the sales process. Once they have been evaluated and assessed,
More informationDeskPRO Helpdesk Software: Agent Interface Quick Start Guide
support@deskpro.com DeskPRO Helpdesk Software: Agent Interface Quick Start Guide The DeskPRO helpdesk platform is designed to make it easy to handle problems and questions from your users. Your helpdesk
More informationMY HELPDESK - END-USER CONSOLE...
Helpdesk User Guide Page 1 Helpdesk User Guide Table of Contents 1 INTRODUCTION... 3 1.1. OBJECTIVES... 3 1.2. END-USER CONSOLE... 3 1.3. SUMMARY OF RESPONSIBILITY... 3 1.4. HELPDESK INCIDENT LIFE CYCLE...
More informationemarketing Manual- Creating a New Email
emarketing Manual- Creating a New Email Create a new email: You can create a new email by clicking the button labeled Create New Email located at the top of the main page. Once you click this button, a
More informationTable of Contents INTRODUCTION... 2 HOME PAGE... 3. Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG...
Table of Contents INTRODUCTION... 2 HOME PAGE... 3 Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG... 11 Raising a Service Request... 12 Edit the Service Request...
More informationD2L to Panopto v4.7 Student Viewing and Recording
D2L to Panopto v4.7 Student Viewing and Recording PC Instructions Admin: Joe Lipari 651-690-6006 Important: You must use Firefox as your browser. Silverlight, a Microsoft product must be downloaded and
More informationTable of Contents INTRODUCTION... 2 HOME PAGE... 3. Announcements... 7. Personalize & Change Password... 8. Reminders... 10 SERVICE CATALOG...
Table of Contents INTRODUCTION... 2 HOME PAGE... 3 Announcements... 7 Personalize & Change Password... 8 Reminders... 10 SERVICE CATALOG... 12 Raising a Service Request... 12 Edit the Service Request...
More informationLive Agent for Support Agents
Live Agent for Support Agents Salesforce, Spring 16 @salesforcedocs Last updated: February 18, 2016 Copyright 2000 2016 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of
More informationMaximizing Microsoft Office Communicator
Maximizing Microsoft Office Communicator Microsoft Office Communicator is an instant messaging tool on the standard image for CG workstations. This Tech Tip contains basic instructions on how to use the
More informationInternet Explorer Browser Clean-up
Follow the steps below to determine your Internet Explorer version number and access browser clean-up procedures specific to your version. 1. From Internet Explorer, click the Help menu and choose About
More informationLync 2013 FAQ s. How do I keep my Lync conversation window on top of all the other windows on my computer, so I can see it while I work?
Lync 2013 FAQ s How do I keep my Lync conversation window on top of all the other windows on my computer, so I can see it while I work? Select the drop-down button next to the Options icon, select Tools,
More informationIntroduction to SharePoint For Team Site Owner/Administrators. Instructional Guide
Instructional Guide Class Goals: 1. Understanding & Navigating the SP Team Site Structure 2. Using SP to create & maintain a collaborative site for your team: Planning & Design, Lists, Libraries, Web Parts
More informationAxis 360 Administrator User Manual. May 2015
Axis 360 Administrator User Manual May 2015 Table of Contents 1 Introduction... 4 1.1 Site Access and Home Page... 4 2 Settings... 5 2.1 Library Settings... 5 2.1.1 Library Site Settings...5 2.1.2 Lending
More informationJORAM 3.7 Administration & Monitoring Tool
JORAM 3.7 Administration & Monitoring Tool User Guide Author: Alexander Fedorowicz Date: October 26, 2003 Overview The JORAM Administration & Monitoring Tool (jamt) is a graphical user interface which
More informationBIG LOTS VENDOR COMPLIANCE WEB PORTAL USER GUIDE - VENDOR 300 PHILLIPI RD. COLUMBUS, OH 43228
BIG LOTS VENDOR COMPLIANCE WEB PORTAL USER GUIDE - VENDOR 300 PHILLIPI RD. COLUMBUS, OH 43228 Contents Getting Started...4 Tips for Using Actionable Intelligence... 4 Logging into Actionable Intelligence...
More informationQuick Start Guide. Highly customizable automated trading Automate your trades according to rules and models you create.
POWER E*TRADE PRO EXCEL MANAGER Quick Start Guide We are pleased to announce the launch of Excel Manager, an exciting new feature in Power E*TRADE Pro that leverages the flexibility of Microsoft Excel
More informationeopf Release E Administrator Training Manual
eopf Release E Administrator Training Manual i The United States Office Of Personnel Management eopf Administrator Training Manual for eopf v5 eopf Version 4.1, July 2007, March 2008, March 2009; eopf
More informationWEST VIRGINIA UNIVERSITY
WEST VIRGINIA UNIVERSITY Office of Information Technology Service Desk Express (SDE) Self Service Rev. April, 2011 1 Table of Contents Table of Contents... 2 Using Service Desk Express (SDE) Self Service...
More informationClient Helpdesk Version 1.0.0. Customer Support Portal Login procedures 1. CAD Services Ltd
CAD Services Limited Client Helpdesk Version 1.0.0 1 Introduction The purpose of the helpdesk is to provide a central location for our Customers to interact with CAD Services Staff to resolve any problems,
More informationWhat Do You Think? for Instructors
Accessing course reports and analysis views What Do You Think? for Instructors Introduction As an instructor, you can use the What Do You Think? Course Evaluation System to see student course evaluation
More informationCreating and grading assignments
Creating and grading assignments An assignment activity provides a simple way for an instructor to provide a task for students to complete before a given deadline, collect work form student and assign
More informationTime Stamp. Instruction Booklet
Time Stamp Instruction Booklet Time Stamp Introductions Time stamp is a useful solution for backing up and restoring system, it backs up the entire computer system to the Backup Zone. Time Stamp is used
More informationIntegrated Accounting System for Mac OS X
Integrated Accounting System for Mac OS X Program version: 6.3 110401 2011 HansaWorld Ireland Limited, Dublin, Ireland Preface Standard Accounts is a powerful accounting system for Mac OS X. Text in square
More informationBLACKBOARD CONTENT COLLECTION FACULTY TRAINING GUIDE
BLACKBOARD CONTENT COLLECTION FACULTY TRAINING GUIDE Table of Contents About the Guide... 1 Overview... 2 Navigating the Content Collection... 3 Accessing the Content Collection... 3 Content Collection
More informationMegaPath Call Center Agent/Supervisor
MegaPath Call Center Agent/Supervisor User Guide Table of Contents 1 Introduction to Call Center...9 1.1 Call Center Agent... 9 1.2 Call Center Supervisor... 10 2 Getting Started... 12 2.1 Launch Call
More informationUser Manual. CitiDirect \ CitiDirect EB - Citi Trade Portal. InfoTrade Phone No. 0 801 258 369 infotrade@citi.com
CitiDirect \ CitiDirect EB - Citi Trade Portal User Manual InfoTrade Phone No. 0 801 258 369 infotrade@citi.com CitiDirect HelpDesk Phone No. 0 801 343 978, +48 (22) 690 15 21 Monday Friday 8.00 17.00
More informationWatchDox Administrator's Guide. Application Version 3.7.5
Application Version 3.7.5 Confidentiality This document contains confidential material that is proprietary WatchDox. The information and ideas herein may not be disclosed to any unauthorized individuals
More informationUniversity Performance Management Maintain Reporting Relationships Tool
Management Maintain Reporting Relationships Tool The Maintain Reporting Relationships tool is used to maintain Manager Employee and HR Administrative Manager relationships for use in University Performance
More informationCreating a Poster in PowerPoint 2010. A. Set Up Your Poster
View the Best Practices in Poster Design located at http://www.emich.edu/training/poster before you begin creating a poster. Then in PowerPoint: (A) set up the poster size and orientation, (B) add and
More informationOffice 365 SharePoint Site Admins Quick Reference
Office 365 SharePoint Site Admins Quick Reference Office365SharePointSiteAdminsQuickReference Page 2 of 24 May 19, 2015 Table of Contents OFFICE 365 SHAREPOINT FOR SITE ADMINS 5 Sign In 5 Office 365 5
More informationEducation Solutions Development, Inc. APECS Navigation: Business Systems Getting Started Reference Guide
Education Solutions Development, Inc. APECS Navigation: Business Systems Getting Started Reference Guide March 2013 Education Solutions Development, Inc. What s Inside The information in this reference
More informationPRIMUS CALL CENTRE: AGENTS & SUPERVISOR GUIDE
PRIMUS CALL CENTRE: AGENTS & SUPERVISOR GUIDE PRIMUS BUSINESS SERVICES CALL CENTRE AGENT & SUPERVISOR USER GUIDE PRIMUSBUSINESS.CA 1 v1.2 20140512 TABLE OF CONTENTS 1 About This Document 6 1.1 Audience
More informationHelp Desk User Manual (Version 1.0)
Help Desk User Manual (Version 1.0) Table of Contents Accessing Infinity Technologies Help Desk Portal... 2 Logging into Infinity Technologies Help Desk Portal for the First Time... 3 Resetting Your Password...
More informationWimba Pronto. Version 3.1. User Guide
Wimba Pronto Version 3.1 User Guide Wimba Pronto 3.1 User Guide Welcome to Wimba Pronto 1 Top Wimba Pronto Features 1 What's New in Wimba Pronto? 3 Getting Started 4 Wimba Pronto System Requirements 4
More informationIntegrated Invoicing and Debt Management System for Mac OS X
Integrated Invoicing and Debt Management System for Mac OS X Program version: 6.3 110401 2011 HansaWorld Ireland Limited, Dublin, Ireland Preface Standard Invoicing is a powerful invoicing and debt management
More informationMicrosoft Lync (UniCom Basic) Mac User Guide
Microsoft Lync (UniCom Basic) Mac User Guide 1 What is UniCom?...1 What is Microsoft Lync?...1 Who can use UniCom services?...1 1 Downloading Microsoft Lync...1 Required equipment and how to test it...1
More informationRemote Viewer Recording Backup
Remote Viewer Recording Backup Introduction: In this tutorial we will explain how to retrieve your recordings using the Web Service online. Using this method you can backup videos onto your computer using
More informationViewing and Adding Photos
Viewing and Adding Photos 2013 by Intellectual Reserve, Inc. All rights reserved. Enlgish approval: 10/2014. This document may be copied and downloaded for incidental, noncommercial Church or your own
More informationAn Informational User Guide for: Web Conferencing
Allows You to: Manage your audio conference online using easy point and click conference commands Show slide presentations and graphics to meeting participants Show your desktop to meeting participants
More informationIntroduction... 4. Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4
Remedy Incident Management Version 3.0 Modified: 08/20/2015 TABLE OF CONTENTS Introduction... 4 Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4 Incident Stages Overview...
More informationRepresentative Console for Android Phone. Version 2.1
Representative Console for Android Phone Version 2.1 Thank you for using Bomgar. At Bomgar, customer service is a top priority. Help us provide you with excellent service. If you have any feedback, including
More informationWebSphere Business Monitor V6.2 Business space dashboards
Copyright IBM Corporation 2009 All rights reserved IBM WEBSPHERE BUSINESS MONITOR 6.2 LAB EXERCISE WebSphere Business Monitor V6.2 What this exercise is about... 2 Lab requirements... 2 What you should
More informationRochester Institute of Technology. Oracle Training: Preparing Journal Entries in the Oracle Applications
Rochester Institute of Technology Oracle Training: Preparing Journal Entries in the Oracle Applications 1 Table of Contents Introduction Lesson 1: Lesson 2: Lesson 3: Lesson 4: Lesson 5: Lesson 6: Logging
More informationHosted Thin Receptionist R20. Document Date: 11/06/14 Document Version: 1.0d 1-800-942-4700 masergy.com
Hosted Thin Receptionist R20 Document Date: 11/06/14 Document Version: 1.0d Manage Calls Dial Contact 1. In the Contacts pane, click the target directory tab. 2. Click the contact and then click CALL
More informationAbout. IP Centrex App for ios Tablet. User Guide
About IP Centrex App for ios Tablet User Guide December, 2015 1 2015 by Cox Communications. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic,
More informationSES PAS Senior Executive Service (SES) Performance Appraisal System (PAS)
Job Aid: Create the Executive Development Plan (EDP) Creating the Developmental Plan Step 1: From within your performance plan, navigate to the Developmental Plan tool bar in the left column Step 2: Click
More informationTable of Contents INTRODUCTION... 2 HOME... 3. Dashboard... 5 Reminders... 8 Announcements... 12 Preferences... 13 Recent Items... 15 REQUESTS...
Table of Contents INTRODUCTION... 2 HOME... 3 Dashboard... 5 Reminders... 8 Announcements... 12 Preferences... 13 Recent Items... 15 REQUESTS... 16 Request List View... 17 Requests based on Filters...
More informationSuccessFactors Learning: Scheduling Management
SuccessFactors Learning: Scheduling Management Classroom Guide v 6.4 For SuccessFactors Learning v 6.4 Last Modified 08/30/2011 2011 SuccessFactors, Inc. All rights reserved. Execution is the Difference
More informationithenticate User Manual
ithenticate User Manual Version: 2.0.8 Updated February 4, 2014 Contents Introduction 4 New Users 4 Logging In 4 Resetting Your Password 5 Changing Your Password or Username 6 The ithenticate Account Homepage
More informationIntegrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal
Integrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal This Application Note provides instructions for configuring Apps settings on the Cisco OnPlus Portal and Autotask application settings
More informationQuick Reference Guide 1 Lync for Mac 2011 Using Lync 2011 Client
Quick Reference Guide 1 Lync for Mac 2011 Using Lync 2011 Client r Lync for Mac 2011 is the latest instant messaging (IM) client from Microsoft for the Macintosh platform and is the upgrade to Microsoft
More informationGet started with PING PONG
Get started with PING PONG - User guide Version 4 Get started with PING PONG User guide. Version 4 Linda Borglund, Anita Eklöf, at Centre for Learning and Teaching, University of Borås. 2011-08-19 TO LOG-IN...
More informationHOW TO BURN A CD/DVD IN WINDOWS XP. Data Projects
Page 1 HOW TO BURN A CD/DVD IN WINDOWS XP There are two ways to burn files to a CD or DVD using Windows XP: 1. Using Sonic RecordNow! Plus or 2. Using the Windows Explorer CD Burning with Sonic Recordnow!
More informationQuick Reference Guide. Hosted Thin Call Center R20 Supervisor Agent Tasks
Quick Reference Guide Hosted Thin Call Center R20 Supervisor Agent Tasks Call Center Interface The following elements are available from the Call Center main interface: Global Message Area This is located
More informationGmail: Sending, replying, attachments, and printing
If you're using an old version of Gmail, your Inbox may look a little different. Gmail: Sending, replying, attachments, and printing Welcome to Gmail. This document will give you a quick overview of how
More informationTeamViewer 9 Manual Management Console
TeamViewer 9 Manual Management Console Rev 9.2-07/2014 TeamViewer GmbH Jahnstraße 30 D-73037 Göppingen www.teamviewer.com Table of Contents 1 About the TeamViewer Management Console... 4 1.1 About the
More informationelearning FAQ for Faculty
elearning FAQ for Faculty How do I log into elearning? Where do I go for help? How do I request space in elearning for my class? How do I add/remove course tools in my elearning class? How do I edit the
More informationCall Center - Agent Application User Manual
Forum 700 Call Center Agent Application User Manual Legal notice: Belgacom and the Belgacom logo are trademarks of Belgacom. All other trademarks are the property of their respective owners. The information
More informationFederal Program Office (FPO) User Manual
Federal Program Office (FPO) User Manual System Navigation NOAA Grants Online Program Management Office August 2015 Table of Contents Overview... 5 Accessing Grants Online... 5 Grants Online Navigation
More informationAmerigroup Website User Guide for Providers: Provider Updates page 1
Amerigroup Website User Guide for Providers: Provider Updates page 1 The tools for provider updates allow you to: Change and update o Basic information o Registration information o Practice information
More informationCisco Jabber IM v11 Mac Reference Guide
Cisco Jabber IM v11 Mac Reference Guide ICIT Technology Training Department Training@uww.edu Updated on June 29, 2015 1 TABLE OF CONTENTS 1 Table of Contents... 2 2 About Cisco Jabber... 4 3 Installing
More informationCCBill Traffic Manager
CCBill Traffic Manager User s Guide V.2, AUGUST 2010 CONTENTS Introduction... 3 Overview... 3 Accessing Traffic Manager... 3 Price Points... 3 Regional Pricing... 4 Basic Mode... 5 Advanced Mode... 5 Initial
More informationLogin: https://ipfw.edu/c Quick Guide for dotcms & Accessibility November 2014 Training: http://ipfw.edu/training
dotcms & Accessibility Folders Creating a New Folder Note: All folders showing on menu must have an index page. 1. Right-click the parent folder in which the new folder will reside. 2. Click New > Folder.
More informationWhat is OneDrive for Business at University of Greenwich? Accessing OneDrive from Office 365
This guide explains how to access and use the OneDrive for Business cloud based storage system and Microsoft Office Online suite of products via a web browser. What is OneDrive for Business at University
More informationEntourage - an Introduction to E-mail
Entourage - an Introduction to E-mail Version 2004 for Macintosh Table of Contents What is Entourage Starting Entourage The Navigation Pane Getting Help Creating and Sending a Message Using the UI Exchange
More informationVoIPOffice Communicator User Guide Version 3.1.5, January 2013
VoIPOffice Communicator User Guide Version 3.1.5, January 2013 Introduction VoIPOffice Communicator is a computer application that turns your PC into a powerful unified communications tool. It provides
More informationThe UC Learning Center: Disabling Pop-Up Blockers
The UC Learning Center: Disabling Pop-Up Blockers In order to launch online courses within the UC Learning Center all pop-up blockers must be turned off. This guide will walk you through disabling pop-up
More informationNYS OCFS CMS Contractor Manual
NYS OCFS CMS Contractor Manual C O N T E N T S CHAPTER 1... 1-1 Chapter 1: Introduction to the Contract Management System... 1-2 CHAPTER 2... 2-1 Accessing the Contract Management System... 2-2 Shortcuts
More informationHow To Manage An Incident Ticket In Service-Now.Com
How to manage Incident tickets in Service-Now. Incident Tickets follow the following life cycle: New Assigned Work In Progress Pending Resolved Closed/Cancelled The guide below outlines the steps to manage
More informationBlackboard s Collaboration Tools
Blackboard s Collaboration Tools Blackboard s collaboration tools allow you to communicate live with your class. In other words, you and your students must schedule a time to be simultaneously logged in
More informationMac Mail and ical Basics. Learn to Use Mac Mail and ical within Exchange
Mac Mail and ical Basics Learn to Use Mac Mail and ical within Exchange Table of Contents SETTING UP MAILBOX : REFER TO HOW TO SETUP MAC MAIL AT http://www.ohio.edu/technology/exchange/access_mac.shtml
More informationIntroduction of Databridge Customer Support System
Introduction of Databridge Customer Support System Databridge Customer Support System is a comprehensive customer support management software that provides help desk agents, account managers and customer,
More informationipbx Call Center User s Guide Agent and Supervisor
Agent and Supervisor Revised September 2013 Table of Contents 1 Introduction to ipbx Call Center... 8 1.1 ipbx Call Center Agent... 9 1.2 Monitor IM&P Contacts... 10 1.2.1 Subscriber to Contact... 10 1.2.2
More informationQuickStart Guide. Concur Expense
QuickStart Guide Concur Expense PROPRIETARY STATEMENT This document contains proprietary information and data that is the exclusive property of Concur Technologies, Inc, Redmond, Washington If you are
More informationCouncil of Ontario Universities. COFO Online Reporting System. User Manual
Council of Ontario Universities COFO Online Reporting System User Manual Updated September 2014 Page 1 Updated September 2014 Page 2 Table of Contents 1. Security... 5 Security Roles Defined in the Application...
More informationRemedy ITSM Incident Management User Guide
Remedy ITSM Incident Management User Guide For use by IT professional support staff with Remedy ITSM at Missouri S&T Version 1.4 December 11, 2013 Revision History Version Date Modified Author Modification
More information